Job DescriptionThe Associate Manager Digital Experience-Loyalty is responsible for leading and executing best-in-class customer experiences across Staples' mobile app and loyalty ecosystem. This role owns cross-functional planning, program execution, performance optimization, and the digital presentation of app and loyalty experiences across digital and store touchpoints. The Associate Manager partners closely with Product Management, Category Managers, Marketing, Analytics, Loyalty, and Technology to influence roadmap priorities, translate customer and business needs into clear requirements, and ensure successful launches. This role requires strong critical thinking, organization, stakeholder management, analytical capability, and a deep understanding of mobile and loyalty customer journeys.
What you'll be doing:Mobile App Experience Support
- Lead cross-functional execution of app enhancements and feature launches from early planning through launch readiness and post-launch optimization.
- Influence roadmap-aligned app programs through customer insights, performance data, competitive trends, and cross-functional business inputs.
- Develop and refine business requirements, customer experience considerations, operational processes, and acceptance criteria.
- Lead user acceptance testing, issue triage, launch readiness, and quality assurance activities, ensuring risks and dependencies are addressed proactively.
- Monitor app performance, customer feedback, app reviews, and behavioral data to identify friction points and deliver actionable recommendations.
Loyalty Program Execution
- Lead digital execution of loyalty initiatives across app, site, email, and store experiences, ensuring a seamless and consistent member experience.
- Coordinate loyalty promotions, rewards integrations, member-facing enhancements, and cross-channel communications with Marketing, Loyalty, Product, Technology, and store partners.
- Represent App & Loyalty experience needs in roadmap and campaign discussions, challenge assumptions, and ensure customer requirements are integrated into broader initiatives.
- Track loyalty engagement and experience performance, identify opportunities, and recommend enhancements that improve discoverability, participation, satisfaction, and retention.
Analytics & Optimization
- Leverage analytics, voice-of-customer feedback, app reviews, testing results, and customer journey insights to evaluate performance and guide decisions.
- Lead or support A/B testing and personalization initiatives, including hypothesis development, setup coordination, monitoring, results analysis, and recommendations.
- Own recurring app and loyalty KPI reporting and synthesize trends into clear insights for business and leadership partners.
- Conduct competitive audits of mobile, loyalty, wallet, and omnichannel experiences to identify emerging trends and inform roadmap conversations.
Cross-Functional Coordination
- Lead cross-functional workstreams across Digital Experience, Product, Technology, QA, Marketing, Loyalty, Category Management, Analytics, and store teams.
- Create and manage integrated project plans, schedules, processes, workflows, status updates, decisions, and action tracking for multiple complex initiatives.
- Facilitate stakeholder alignment, communicate progress and recommendations, and influence outcomes without direct authority.
- Anticipate operational risks and escalate issues proactively to protect timelines, budgets, launch quality, and customer experience.
What you bring to the table:- Deep attention to detail with exceptional quality assurance and launch-readiness rigor.
- Understanding mobile applications, digital customer experience, loyalty programs, and omnichannel customer journeys.
- Excellent communication skills with the ability to translate requirements, explain decisions, and present strategic recommendations to partners and leaders.
- Highly organized with demonstrated ability to manage multiple complex workstreams in a fast-paced, highly matrixed environment.
What's needed - Basic Qualifications: - Bachelor's degree in digital marketing, Business Administration, Communications, Product Management or related field or equivalent work experience.
- 5+ years of experience in digital experience, eCommerce, mobile app, loyalty, marketing, product operations, with a proven track record of managing digital platforms and enhancing customer experience.
- Proficiency in analytics and delivery tools (i.e. Adobe Analytics, Google Analytics, FullStory, Figma, Jira, Microsoft Excel, PowerPoint, and Microsoft 365)
- Experience analyzing customer behavior, business performance, and voice-of-customer feedback to develop recommendations.
- Demonstrated end-to-end digital project management skills, preferably with Agile methodologies and tools like JIRA or Monday.com.
- Experience coordinating and analyzing usability tests and conversion optimization strategies.
- Proven ability to work cross-functionally to deliver digital enhancements aligned with business goals.
- Skilled at managing multiple stakeholder expectations and delivering projects on time and within budget.
What's needed - Preferred Qualifications:- Experience engaging with Product, UX, Technology, Marketing, Analytics, and business stakeholders.
- Experience with omnichannel, loyalty platforms, mobile app ecosystems, digital wallets, personalization, or vendor management.
- Experience with A/B testing, personalization, voice-of-customer analysis, customer journey mapping, and competitive research.
- Proficient in advanced analytics and reporting tools, such as Tableau or Microsoft Power BI, for robust data visualization and strategic decision support.
- Proficiency with CMS and digital marketing tools to enhance website functionality and engagement (e.g. Bloomreach).
- Experience in UX/UI design, including wireframes, prototypes, and specifications using tools like Figma, Sketch, or Adobe XD.
- Practical application of data science techniques-predictive analytics and machine learning-for customer insights and personalization.
We Offer:- Inclusive culture with associate-led Business Resource Groups
- 22 days of PTO and Holiday Schedule (7 observed paid holidays + 1 floating holiday)
- Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more!
The salary range represents the expected compensation for this role at the time of posting. The specific base pay may be influenced by a variety of factors to include the candidate's experience, skill set, education, geography, business considerations, and internal equity. In addition to base pay, this role may be eligible for bonuses, or other forms of variable compensation.
